The Role Of The Front Office :: essays research papers

The Role of The Front OfficeA security program is most effective when all employees participate in thehotels security efforts. Front office staff play a paticularly important role.Front desk element, door attendants, bell persons, and parking attendantshave theoppurtunity to observe all persons entering or departing the premises. suspect activities or circumstances involving a guest or visitor should bereported to the hotels security department or a designated staff member.Several procedures look desk agents should use to protect guests and propertyhave already been mentioned. For example, front desk agents should never givekeys, room numbers, messages, or mail to anyone requesting them without firstrequiring appropriate identification. Similiarly, the front desk agent should non announce an arriving guests room number. Guests whitethorn be further protecetedif the front office prohibits staff members frrom providing guest information tocallers or visitors. Generally, front desk a gent should not mention guest roomnumbers. People calling guests at the hotel should be directly connected tothe appropriate guestroom without being informed of the room number. Conversely,someone communicate for a specific room number over the telephone should never beconnected until the caller identifies whom he or she is calling and the hotelemployee verifies the identity of the person in the room requested. A personinquiring at the front desk about a guest may be asked to use the house phonesso that they connect only to the hotel operator. The caller can then beproperly screened to provideadditional security. Front office staff may alsoinform guests of personal precautions they may take. For example, front deskagents may suggest that guests hide and secure any valuables left in their cars.